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Topic: Hotel Staff Handled This Perfectly (Read 3690 times)

DH, DS and I just returned from Vegas. As we were checking out of the resort we heard a rather upset woman complaining to the hotel staff about some type of amenity that wasn't provided in her room.

The woman behind the desk stated that they didn't offer that amenity at this hotel. The Upset Woman kept insisting that "Tony" promised her the amenity would be in her room and that the hotel needed to call "Tony".

Finally, the staff manager said "Ma'm, we don't know who Tony is or why he promised you this amenity. We have never offered that amenity here and do not currently offer it. If you'd like to change your reservation to a hotel that offers this amenity I will be happy find out if there is one in the area, but I cannot give you something we do not provide to any guest. What would you like to do?"

It appears it was only part way through the conversation that she was told the receptionist did not know who Tony was. If she genuinely thought that he had authority to speak for the hotel when she was told certain amenities were there I'm not surprised she was annoyed.